Desktop: Incomplete participant list after conference or transfer via route point when CVP is used for queuing

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Incomplete participant list after conference or transfer via route point when CVP is used for queuing

Problem Summary

Due to the nature of CVP queuing, agents will not see a complete list of participants after a conference or a transfer is completed via the CVP route point. The participants that an agent is expected to see in some of the most common scenarios is described below.

1) The agent that is conferenced will only see the CVP port as a participant and will not see any other participants that are on the conference call. The agent that initiated the conference will only see the caller and the CVP port as participants but will not see the other agent on the call. 2) When a transfer is completed via a route point, the agent that receives the call will only see the CVP port as a participant. 3) If a conference is completed after an agent answers the consult call, when the conferenced agent ends the call, the agent that is connected to the caller will continue to see the CVP port as a participant. If the caller ends the call in this scenario, then the agent that was initially connected to the caller will continue to see the CVP port as a participant. 4) If the conference is completed while the call is still queued at the CVP port, then the CVP port will no longer be a participant once the conferenced agent ends the call. If the caller ends the call in this scenario, the agent that the caller was connected to initially will no longer see any participants on the call. This does not impact any call control operations on the call. 5) If a logged in agent calls the CVP route point, that agent will not see any participants when the call gets answered. 6) Agent in a conference will not be able to see the wrap-up data set by another agent on that call but the wrap-up data will get set correctly on the call.